Bloch-Leydon2019

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Bloch-Leydon2019
BibType ARTICLE
Key Bloch-Leydon2019
Author(s) Steven Bloch, Geraldine Leydon
Title Conversation Analysis and Telephone Helplines for Health and Illness: A Narrative Review
Editor(s)
Tag(s) EMCA, Telophone, Helplines
Publisher
Year 2019
Language English
City
Month
Journal Research on Language & Social Interaction
Volume 52
Number 3
Pages 193-211
URL Link
DOI 10.1080/08351813.2019.1631035
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

What do we know about how telephone helplines support, inform, and advise people with a range of physical and mental health concerns? Conversation Analysis has over the recent decade provided a wealth of analytic insight into how call takers and callers bring off what are some- times very sensitive and challenging encounters. We review 37 studies offering fine-grained analysis of audio-recorded naturally occurring help- line interactions. We describe the main practices identified, including openings and trouble-tellings, emotions and responses, advice giving, closings, authenticity, identity, and assessments. We conclude with con- sideration of how the study of helplines might evolve, including the comparison of telephone-based support with that provided via other technologies such as online chat. Data are in British English.

Notes